Terms and Conditions

5. Cancellation, Rescheduling, and Refund Policy

We understand that plans can change. This section explains your rights to cancel or reschedule services, as well as our policy on refunds, in compliance with UK consumer protection laws and our own business practices.

5.1 Cancellation Rights (Cooling-Off Period)

For Services (Coaching and Wellbeing Sessions): If you book a coaching session or wellbeing program online or by phone (i.e. at a distance), you have a legal right as a consumer to cancel your contract within 14 days from the day the contract is formed (usually 14 days from the date we confirm your booking). You do not need to give a reason for cancellation during this cooling-off period.

• How to Cancel: To cancel within this period, you must inform us clearly (e.g., by email or phone call) of your decision to cancel. We will then refund you the full amount paid for the service within 14 days of your cancellation notice.

• Service Starting Within 14 Days: If you request or agree to schedule your coaching or workshop to take place before the 14-day cooling-off period ends, then:

  • a) If the service has not yet been fully provided: You still have the right to cancel, but we can charge you for the portion of the service that was provided up to the point of cancellation. For example, if you had one session out of a package delivered, we may deduct a pro-rata amount for that session from your refund.

  • b) If the service has been fully performed (completed) within 14 days: You lose the right to cancel once the service is fully delivered in this period. In practice, this means if you book a one-off session occurring within 14 days of purchase and we have delivered it, you cannot later claim a cooling-off cancellation for that completed session. By booking a service for immediate start, you acknowledge this possibility.

  Example: You purchase a coaching session on Day 1 and schedule it for Day 5 (within the 14-day window). We conduct the session on Day 5 (service fully delivered). After the session, you decide you want to cancel. Because the service was provided in full within the cooling-off period at your request, you no longer have the 14-day cancellation right for that session.

We will always communicate and obtain your consent if a service is to occur during the cooling-off period. By proceeding with a booking date within 14 days, you are considered to have requested early performance of the service.

For Digital Products (E-books, Downloads): Under UK law, digital content that is not supplied on a tangible medium (e.g. downloadable files) also comes with a 14-day cancellation right unless you have started the download/access within those 14 days with your consent. We handle digital product cancellations as follows:

• When you purchase a digital product from us, you will be given immediate access to download or view the content. By initiating the download or accessing the digital content within the 14-day period, you are providing your express consent to receive the content immediately and acknowledging that you lose your right to cancel once the download or access begins. Our purchase process will remind you of this (typically via a checkbox or statement you agree to during checkout). If you do not want to waive the cooling-off right, you should refrain from downloading or viewing the content until after 14 days from purchase have passed.

• If you have not downloaded or accessed the digital product, and it’s within 14 days of purchase, you may cancel your order and request a refund. For instance, if you bought an e-book but have not clicked the download link or opened the file, you can email us to cancel within 14 days and we will disable your access and refund you.

• Once you have downloaded, accessed, or streamed the digital content, the cancellation right no longer applies. All sales of digital products are final after download or access has begun, except in cases of defective content (see 5.3 Refunds for Faulty Digital Content below).

In summary, no “change of mind” refunds will be provided for digital downloads once you’ve started the download, given the nature of digital goods. This policy is in line with the Consumer Contracts Regulations which state that digital content can be exempt from the normal 14-day cancellation where the consumer has consented to early access and acknowledged the loss of the right to cancel.

5.2 Rescheduling and Cancellation of Appointments (Our Policy)

Outside of the statutory rights above, we have the following policy to accommodate schedule changes:

• Rescheduling by You: If you need to reschedule a confirmed 1:1 coaching session or a similar service appointment, please provide at least 24 hours’ notice before the scheduled start time. We will do our best to find an alternative slot for you. You may reschedule a session (within reason) without charge if adequate notice is given. If you repeatedly reschedule sessions or request changes with short notice, we reserve the right to count the missed appointment as a completed session or charge a fee, at our discretion. Generally, we allow up to a couple of short-notice changes, but more than that may forfeit the session as we need to manage our schedule fairly for all clients.

• Late Cancellations/No-Shows: If you cancel a session with less than 24 hours notice, or fail to attend a session at the scheduled time without any notice (no-show), we reserve the right to charge you for that session. In such cases, you will not be entitled to a refund for the missed session, as we likely cannot fill the slot on short notice. We understand emergencies happen – if there are extenuating circumstances, please inform us as soon as possible, and we may offer a goodwill reschedule at our discretion, but this is not guaranteed.

• Our Cancellations: If we need to cancel or reschedule (due to illness, emergency, etc.), we will notify you as soon as possible and offer an alternative date/time. If rescheduling is not feasible, we will provide a full refund for that session or not count it against your package. We aim to run on schedule, but occasionally things happen – you will either get your session or your money back in such cases.

• Group/Workplace Sessions: For workplace wellbeing sessions or group workshops, cancellation terms will be agreed upon in the service agreement or invoice. We typically require a longer notice (e.g., 7-14 days) for cancellation of a group session by the client organization due to the preparation involved. If a paid workshop is cancelled by the client on short notice (as defined in the agreement), a cancellation fee may apply (for example, a percentage of the fee may be non-refundable). These details will be provided in the specific contract for that service. If we cancel a group session, we will likewise offer a reschedule or refund to the client.

5.3 Refunds for Faulty Digital Content or Services

We want you to be satisfied with the quality of our offerings. Under the UK Consumer Rights Act 2015, digital content must be of satisfactory quality, fit for purpose, and as described. Similarly, services must be provided with reasonable care and skill. If something goes wrong:

• Faulty or Not as Described (Digital Products): If a digital product you purchased is defective, corrupted, or not as described, you are entitled to a remedy. Please contact us if you experience an issue (e.g., the file won’t open, content is missing, or it’s not what was advertised). We will provide a fix or replacement download. If the problem cannot be resolved within a reasonable time, you may be entitled to a partial or full refund for that product. For example, if an e-book file is broken and we cannot supply a working version promptly, we will refund your purchase. Likewise, if the content delivered is significantly different from the description, that’s on us – let us know and we will make it right.

• Faulty or Sub-standard Service: If you believe a coaching service was not provided with reasonable care and skill or as agreed, please inform us. While the nature of coaching is subjective, we take any genuine complaints seriously. In line with consumer law, you can expect us to either re-perform the service (e.g., offer another session) or offer a price reduction/refund if appropriate. Our goal is to have satisfied clients, so we will work with you to address any issues.

• Device Damage from Digital Content: It’s highly unlikely, but if any digital content from us (like a file download) damages your device due to malware or similar (despite our precautions), under the law you may be entitled to compensation or repair. We assure that our files are scanned and should be safe, but please contact us immediately if you suspect a file from us caused a technical problem.

All refunds that are approved will be processed back through the original payment method whenever possible. We aim to issue due refunds within 14 days of agreeing to a refund or receiving returned goods (if any). For PayPal transactions, the refund will go to your PayPal account; for card payments, back to the card. We will confirm via email when your refund has been processed.

Your Statutory Rights: Nothing in these Terms is intended to limit or exclude your statutory consumer rights under UK law. In the event of any conflict between these Terms and your statutory rights, your statutory rights will prevail. For example, if a provision here said “no refunds ever,” it would not apply to a situation where the law gives you a right to one. We operate in good faith and in compliance with consumer protection laws.